Enterprise Support Specialist

TL;DR

Enterprise Support Specialist: Deliver technical support and exceptional customer experience for enterprise SaaS customers with an accent on diagnosing complex issues and collaborating cross-functionally. Focus on managing escalations, guiding large organizations through configurations, and advocating for product improvements.

Location: San Francisco, CA or New York, NY hubs or remote within the United States

Salary: $7,200–$10,400 per month (hourly base pay $43.80 - $63.90 USD)

Company

hirify.global is a product company focused on making design accessible to all by providing a collaborative design platform used worldwide.

What you will do

• Develop expertise in hirify.global's products and customer journeys to diagnose sophisticated inquiries
• Manage customer cases from start to resolution via email
• Partner with Sales to guide large organizations through complex workspace setups and technical issues
• Serve as the voice of the customer to identify product and process gaps and advocate for improvements
• Handle high-risk escalations and maintain communication until resolution
• Identify trends and communicate insights to Product and Engineering teams

Requirements

• Must be located in the United States (San Francisco, New York hubs or remote within US)
• 3+ years experience in technical SaaS support for enterprise customers
• Professional proficiency in spoken and written Spanish
• Experience with system administration or guiding customers through complex implementations
• Ability to evaluate business impact of technical issues and drive cross-functional alignment

Nice to have

• Experience troubleshooting SAML/SSO and SCIM configurations
• Familiarity with Adobe XD, Sketch, Framer, and passion for UX/UI development
• Willingness to learn AI concepts such as prompt refinement and generative AI

Culture & Benefits

• Equity and competitive benefits including health, dental, vision, retirement contributions, parental leave, and mental health support
• Generous PTO, company recharge days, learning and development stipend, and work from home stipend
• Supportive of diversity and inclusion with accommodations for disabilities
• Remote work allowed within the US with in-person onboarding and camera-on video interviews required